3 Little Known Facts about the Cloud

Written by KOVA Corp

Utilizing the cloud to integrate company-wide data has been one of the major trends in contact center management in recent history. With benefits including automatic data updates and accessibility from all devices, there are a large number of reasons that a contact center chooses to adopt the cloud as part of its normal business practices. There are, however, two sides to every argument.

Before getting swept off of your feet with the prospects of integration the cloud into your contact center, it can be helpful to look at the other end of the spectrum. The following list raises important questions to consider before investing in the technology and redesign the functions that your company may require when shopping for a cloud solution.

Hidden upgrade costs

As an integrated technology solution, the cloud requires continuous updates beyond the initial investment. Depending on the storage size and number of users linked to the system, these upgrade costs can be extremely costly, especially for small and medium sized contact centers.

Before making the initial investment in a cloud system, make sure you speak with the provider and thoroughly research the solution you want to purchase. Some simple research can help provide more transparency as to the upfront and continuing costs and, ultimately, help keep your contact center cost effective.

Vulnerability

One of the ideas sold with cloud solutions is its remote and virtual-based system, which ensures the safety of all of the data that is being stored. While it does operate remotely and virtually, the cloud is ultimately still tied to a physical location thus making it susceptible to natural disasters, power outages and physical attacks. To ensure security in the cloud, there are physical security and backup measures that can be implemented as add-ons to the basic system.

Backups, in fact, are a relatively low-cost add-on. Cloud solutions, in general, excel in the area of data recovery, which reduces the cost for contact centers to insure their information with backup systems. When purchasing a cloud solution, consider purchasing additional backups to protect yourself against any lost information and ensure quick recovery in the event that something does happen.

Start with the basics

A major benefit, and little known fact, about the cloud is its scalability. As your business grows, it is natural that you may require additional functions or licenses to be added on. As a smaller contact center, or one only experimenting with a cloud solution, you can start with the “basics” and purchase a single license. As you gain size and trust in the system, it is easy to add additional licenses to meet increased demand, for example.

This facilitated scalability allows companies to save high initial costs and complex system integration. Instead, companies can make a more gradual transition as they feel comfortable.

Cloud solutions are an extremely valuable system for contact centers to implement. With so many benefits, it is important to also consider some lesser known information before taking the plunge and purchasing the solution for your contact center.

For more information about management solutions for contact centers, contact KOVA today.

 

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